Technical Support Team Lead

We are looking for a results-driven Team Leader to oversee a team of Technical Support Representatives providing global customer support. The ideal candidate is a hands-on leader who can coach, guide, and manage a high-performing support team while ensuring prompt resolution of customer issues, adherence to escalation protocols, and coordination with HQ for mission-critical technical incidents.

Key Responsibilities

Team Leadership & Supervision

• Supervise a team of Technical Support Representatives providing global support through calls and emails.
• Monitor team performance, productivity, and adherence to SLAs.
• Conduct regular performance reviews, provide coaching, and lead upskilling/training sessions to maintain service quality.

Operational Oversight

• Ensure adequate staffing across shifts and maintain full coverage for operations, including weekends and holidays.
• Manage shift handovers and ensure proper documentation and knowledge transfer between shifts.
• Review and audit tickets to ensure proper escalation, documentation, and resolution. Issue Escalation & Coordination
• Serve as the primary escalation point for C-level and higher-tier (B, A, S-level) technical issues.
• Validate technical details and documentation (logs, symptoms, history) before escalating unresolved or high-priority issues to the HQ.
• Ensure remote troubleshooting (e.g., reinstallation of software) is executed properly by team members and assist when needed.

Reporting & Communication

• Provide regular reports to internal leadership and client stakeholders regarding ticket volume, resolution times, escalations, and team performance.
• Coordinate with the client-side HQ team for updates, feedback, and technical issue follow-through.
• Assist in process documentation, FAQs, and workflow improvements for technical support functions.

• 2–4 years of experience in a technical support environment, with at least 1 year in a leadership or supervisory role
• Solid technical background, preferably with experience in remote troubleshooting, software installation, and log analysis
• Strong leadership and team management skills, including conflict resolution and performance coaching
• Excellent verbal and written communication skills in English
• Willingness and ability to work rotating shifts, including nights, weekends, and holidays
• Proficiency in using support tools such as Zendesk, Freshdesk, Jira Service Desk, or similar platforms
  Experience working in a global support setting is highly desirable

Preferred Skills

• Experience in managing teams across time zones and shifts
• Familiarity with remote access software (TeamViewer, AnyDesk, RDP)
• KPI and SLA management experience

• HMO with 1 free dependent upon hire
• Life Insurance
• 20 PTO credits annually
• VL and SL cash conversion
• Night Differential
• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learning
• NIGHT SHIFT
• ONSITE (Makati or SM Clark)
• Php 36,000 - 40,500 all in